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Customer Quality Reporting

Contact centers deliver services to customers and prospects by telephone, email, and chat. It is essential that organizations have insight into the quality of those interactions. The internal perspective is often delivered through a quality listening team which reviews contacts and scores measuring based upon predetermined set of criteria. In many organizations the internal quality measures are those elements of the interaction that are believed to be important to the customer as well as company focused compliance elements.

The Taylor Reach Group, Inc. has developed Customer Quality Reporting as a service to assist organizations in measuring and gauging customer satisfaction. Each month we can report on Customer Satisfaction, FCR and NPS down to the agent level.

Taylor Reach works with your organization to identify the anticipated customer response to an emailed survey. The goal is to deliver four to five customer responses per agent per month. This creates a sample size approximately similar to that achieved with internal quality programs. This sample varies by organization. Initial outgoing surveys are 100 percent per month.

The Customer Quality Reporting Program

Taylor Reach works with your organization to identify the anticipated customer response to an emailed survey. The goal is to deliver four to five customer responses per agent per month. This creates a sample size approximately similar to that achieved with internal quality programs. This sample varies by organization. Initial outgoing surveys are 100 per agent per month.

Each email contains a survey and or survey link. The sample survey asks the following CX questions:

1. How satisfied were you with your interaction with our call center on date at time
2. Was your call/contact the first time you had contacted us regarding that issue?
3. Has your issue or inquiry been resolved?
4. “On a scale from 1 to 10, how likely is it that you would recommend our company to a friend or colleague?”

Taylor Reach manages all aspects of the program, including:

• Receive the customers to be sampled (a file containing customer email addresses)
• Creating and maintaining a ‘kill-file’ to ensure that no customer is sampled more than once every six months,
• Sending out the surveys,
• Receipt, tabulation, and analysis of survey results,

• Global reporting. This center wide reporting provides insight into the operational effectiveness of the center from a customer perspective. By aggregating all survey responses we gain the insight from hundreds of customer interactions. This center wide perspective is the customer’s statement regarding how well the organization is performing in terms of Customer Experience, Satisfaction, Net Promoter score and First Contact Resolution. Center-wide reporting includes:
o CSAT,
o NPS,
o FCR,

For more information on Customer Quality Reporting click here or complete the form below and we will reach out to you within 24 business hours.

 

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